Patient Support Specialist

We are looking for a Patient Support Specialist professional who thrives in a complex and ever-evolving work environment. In this role, you will assist patients, physician’s offices, and referral sources with home respiratory equipment questions and orders. Utilize your exceptional customer service and phone skills to handle patient interaction, walk-ins, appointment scheduling, and maintaining patient records, all while facilitating a positive patient experience. We seek someone authentic who enjoys working with a fun, creative, and diverse team. If you are passionate about patient care and take initiative to help where needed, we would like to talk to you.

About Us

Total Respiratory is a fast-growing Durable Medical Equipment (DME) company providing a wide variety of respiratory equipment, such as CPAPs/BiPAPs, oxygen concentrators, and other respiratory supplies. We are committed to delivering the absolute best in product quality and customer care. Our highly trained staff helps patients make the best choices for their needs while providing friendly service and expert advice. Every effort is made to ensure the patient experience is as pleasant and efficient as possible. Our mission is to meet the respiratory needs of our patients by offering the highest quality equipment, supplies, and customer service. Team members receive ongoing education and training to stay knowledgeable about the latest home healthcare technology and deliver care with the highest quality service.

Responsibilities

• Work positively as a team member alongside professionals providing respiratory care services to patients and their families.
• Perform a broad range of duties in a fast-paced environment, including decision-making, problem-solving, and delivering excellent customer service.
• Support incoming referrals and orders for delivery and pick-up, including collecting patient demographics, emergency contact information, insurance verification, physician information, diagnosis, and billing details.
• Remain flexible and manage transitions between tasks effectively.
• Assemble, set up, test, and demonstrate equipment as ordered by a licensed physician.
• Verify insurance coverage for DME, including deductibles, effective dates, and claims addresses, and obtain prior authorization information.
• Act as a company field representative by solving a variety of patient/client problems.
• Coordinate delivery and pick-up arrangements with family, referral sources, or personnel.
• Support billing personnel by providing documents needed for reimbursement.
• Assist with daily operations, including intake and quality assurance at existing and new locations.
• Instruct patients/clients in the proper use and care of equipment according to written policies and procedures.
• Rotate to various branches to support business and patient needs as required.
• Act as a liaison between the company and patients/clients, families, caregivers, physicians, and other healthcare agencies.
• Work with onsite or assigned Respiratory Therapists to implement discharge plans for patients/clients.
• Provide support and coverage at various locations when primary staff is unavailable due to education, vacation, or leave.
• Ensure compliance with confidentiality and data protection regulations in healthcare.
• Inform management of areas of concern and problems to be resolved.
• Be willing to work after normal business hours and on weekends.
• Perform all job functions with the Company’s Mission, Vision, and Goal Statements in mind.
• Maintain a flexible attitude and willingness to take on extra tasks as necessary.
• Perform miscellaneous duties as assigned.

Requirements

• High degree of integrity.
• High school diploma or equivalent required.
• Ability to recognize the needs and concerns of people to build constructive working relationships.
• People-sensitive characteristics with a genuine desire to help others.
• Ability to work safely and accurately with minimal supervision.
• Exceptional verbal, written, and interpersonal communication skills.
• Excellent organizational, customer service, and time management skills.
• Ability to cater to a diverse customer base, including effective communication with referral sources, service agencies, and colleagues.
• Proficiency in MS Office Suite (Word, Excel, Outlook).
• Ability to demonstrate initiative, teamwork, and flexibility.
• Must be eligible to work in the United States.

Schedule

This is a full-time position requiring a 40-hour work week. Hours are generally 8:00 AM–5:00 PM, Monday through Friday, with overtime as needed.

Physical Requirements

• Non-Patient Care Roles: Sedentary to light work in an office setting. Requires prolonged sitting at a desk and frequent use of a computer, keyboard, and phone. Must be able to walk/move throughout the office and occasionally lift office files or light equipment up to 10–20 lbs. High manual dexterity and clear verbal communication skills are essential.
• Patient Care Roles: May include sitting, walking, driving, standing, lifting, carrying, and maneuvering equipment. Must be able to lift and carry up to 50 lbs. independently (e.g., portable oxygen concentrators and nebulizers). Frequent walking, standing, and climbing stairs while carrying medical equipment. Ability to stoop, kneel, and crouch to plug in, set up, or troubleshoot equipment. Manual dexterity, including fine motor skills, required to manipulate small medical components (such as cleaning tubing). Ability to safely operate a vehicle throughout the shift, including frequent entry and exit. Must be able to work in various conditions and lift equipment in all weather types.

Reasonable accommodations will be provided for qualified applicants and employees with known physical or mental limitations, provided such accommodations do not cause undue hardship.